Resend the welcome email

Resend the welcome email again to the employee. If the employee still doesn't receive it, continue with the troubleshooting steps below.

Check that the employee's email address matches with their profile

Check you've entered the correct email address when you set up the employee for Sage HR Online Services.

We commonly see customers overlooking a small typo, or an employee is checking the inbox of their alternative email address.

 TIP: Copy the email address in their Sage HR profile, then check whether a test email sent outside of Sage HR arrives to the employee's inbox. If they don't receive an email from you this may indicate you've not noticed an error with the email address. 

Email address is wrong

If the email address is wrong, you can change their email address.

Employee checking wrong inbox

If the employee is checking the wrong inbox, get them to check the correct one. If the welcome email is still not there, check their junk folder again, and then complete the rest of the troubleshooting steps outlined below.

Email address is correct

If the email address is definitely correct, move on to the next check.

Check email notifications is enabled

Within Personal settings of the employee's profile, the same place you resend a welcome email from, make sure Send notifications by email is ticked.

If it isn't ticked select it, click Save, then resend the welcome email. If still no welcome email arrives continue with the troubleshooting steps below.

If it is ticked, continue with the troubleshooting steps below.

Check junk or spam folder

Ask your employee to check their junk or spam folders for a welcome email.

Reset password

There is a chance the employee already has a Sage account under the email address you used for them. For example, if they worked for another employer that also used Sage for payslips, and used the same email address, they would've created a Sage account when that employer sent them a welcome email. This means they may not even need a welcome email to be able to log in to your company after you add them.

See what happens when they log in using their existing Sage account password. If they can't remember what this password is, ask them to reset it.

Not receiving a password?

If they aren't receiving a password reset email, this probably means they don't have a Sage account yet and need the welcome email first. Continue with the troubleshooting steps below.

Check email security

Check that your employee's email security doesn't block the following email addresses: 

• [email protected]
• [email protected]